AccountId: 011433970860
ContactId: 73a660f5-e636-4bfa-a18a-e4359170bfee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312579 ms
Total Talk Time (AGENT): 196962 ms
Total Talk Time (CUSTOMER): 109068 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/73a660f5-e636-4bfa-a18a-e4359170bfee_20250605T18:06_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, I have a question about, um,
[CUSTOMER][NEUTRAL] Um, I'm trying to sign into my account so I can look at my claims and it's making me do it with an email account, but when I registered with my account, I have a regular user name and password. I don't know if I'm in the wrong place.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're the insured and you're trying to sign into the portal, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am. Well, I can help you with this. So I, I will be able to help you with it. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] 02088763
[AGENT][NEUTRAL] I'm so sorry, your voice cut out, Miss [PII]. I heard 02.
[CUSTOMER][NEUTRAL] 088763.
[AGENT][NEUTRAL] OK, thank you. One moment for me to get your information pulled up. I will have to verify several things with you first for security and then we can go from there, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also this forward any information that I do provide for you today.
[AGENT][NEUTRAL] would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK. Thank you very much, Ms. [PII], for verifying all of that. So,
[AGENT][NEUTRAL] We did have an update to our portal and so you are going to need to set up a new profile so I'm sure that you're on the right screen does it say welcome to the online service center?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So right below the login, you should see where it says, um, do you see the blue bar that says uh login?
[CUSTOMER][NEUTRAL] And it says, OK.
[AGENT][NEUTRAL] Right below that, you should see it where it says create your OSC account.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. So I'm gonna need to do that again.
[AGENT][NEUTRAL] Right. So you would just, you, you will. Mhm. For security, everyone's having to um create a new profile.
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, I can.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK. OK. Well, I thought it's been a week or two and I thought, oh goodness. So I started looking back and thinking, OK, I know I didn't.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You know, OK, well that makes sense, so I'm sure I'm willing.
[AGENT][NEUTRAL] No, you were
[AGENT][NEUTRAL] Yes, ma'am. Now, it's um
[CUSTOMER][NEUTRAL] Did they have a brief or something? Um.
[AGENT][POSITIVE] No, there was no breach. We just added some features to it and so it was a new rollout on all levels and we've added a multi-factor authentication. So when you're setting it up, it's going to send you a security code and you'll have to enter that. Of course, I mean, the steps are there, but then it's gonna ask you, it'll, it'll send you two of those.
[CUSTOMER][NEUTRAL] 00 OK OK.
[AGENT][NEUTRAL] They just so that you are aware of that. There will be two different security codes that you're gonna have to enter. But once you select that, to set up your new account on the next screen, it's gonna give you, you know, like which role best describes you. There is a one that says insured, so that's the one that you would click on and then on the next screen there's 5 boxes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, for you, but there's only 3 of them that have a red asterisk by them. So just fill in those 3.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's gonna be your last name, email, and date of birth. But again, those are marked with a red asterisk. You don't have to put your social or the residential zip code.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, OK, good. OK. Well, I should be able to, OK, I should be, uh, that answers my question.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, if you have any trouble, absolutely, if you have any difficulties, so give us a call back and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And I thank you again for calling APL. I hope you have a wonderful evening.
[CUSTOMER][NEUTRAL] OK, mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Papa.